posted on March 28, 2003 01:16:20 PM new
I had an auction end 3/20. Buyer received item and sends me the following email...
"I received the necklace, and thank you for such timely delivery. Unfortunately, the necklace is simply not as I expected. Are you willing to refund my purchase price if I send it back? I've never done this before, so I'm not sure how to proceed. Thanks so much."
(How can something not be "what they expected" when there were two pictures and a clear description in the auction??)
I suspect she's having second thoughts because she got in a bidding war with another person and it went much higher than the other (similar) necklaces I had (but in a different colors).
Buyer has under 50 feedback but they're good. I would obviously refund if I made a mistake but I've never had a situation like this come up before.
So - would you refund?? If so, would you keep some kind of restocking fee (to cover my costs). This wasn't a huge amount - around $25.00.
posted on March 28, 2003 01:23:30 PM new
Do you address refunds in your TOS? If so, then I'd just follow your stated policy.
If not, I'd probably say OK as long as she understood that shipping was not refundable and that you refunded only after the piece had been returned. I'd stop short of calling it a "restocking fee" though, because people always associate that with being ripped off!
On the other hand, I think you'd be just as justified to say no. It's really up to you.
posted on March 28, 2003 02:01:19 PM new
NO NO NO NO NO NO!!!!
Ok, I equate it to going to a live auction, "Tina" sees the item has time before the item to look around and decide how much she wants to spend. When bidding starts along comes "Sally" whom always gets the high bid but "Tina" really wants this item and gets all caught up in the bidding war. Great, she wins, gets the item then realizes it wasn't worth x$ she paid. Too bad, is the auctioneer going to refund the money. Heck no and he won't be too nice if she asks, either.
I think the best thing is to say, no! The item was as described. If you had specific questions about the item you should have asked before auction ended.
PERIOD!!!
This is our living. It is their job to read the description and look at the pictures.
posted on March 28, 2003 03:02:55 PM new
Neonmania - You have a point...
"I would not charge a restocking fee considering that you'd get a refund of your cost from ebay"
I *would* get my FVF back from ebay but not the listing fee. But I was really more thinking of my time - both in time spent fooling around with this and the delay in my being able to sell it.
Also, I guess it just sort of bugs me and I hate to encourage buyers in this sort of behavior. It's one thing if I made a mistake - I bend over backwards to fix things. But that doesn't seem to be the case here.
posted on March 28, 2003 03:23:32 PM new
Barb - the other side of the coin is, other bidders will not know via osmosis that you gave this refund but the buyer, who is obviously willing to spend a little more than your average one is going to know that you give excellent customer service, and so will all of her friends. Are you willing to trade a few minute s of you time for that type of reputation or is a few dollars worth the possible losses down the line.
It seems like this is a polite one, pays quick, bids well. I'd want to keep them if it was up to me.
[ edited by neonmania on Mar 28, 2003 03:24 PM ]
posted on March 28, 2003 08:34:37 PM new
I would suggest to her that you will refund her money but less your listing fees since you will not be able to file for listing fees back from Ebay. And she pay all shipping expenses.
I do realize that its not due to your lack of description its just her second thoughts and for what ever the reason be it doesn't matter because she is just not a happy buyer.
Time involved is just something that comes with the territory. It's the same as when your in a store, the customer sometimes wastes lots of your time with questions, and showing them merchandise, and then they say, well thank you, I will think about it and I will be back...............
I just feel that if a person is not satisfied, then I would do whatever I was able to do, where it doesn't hurt me either.
posted on March 29, 2003 04:37:26 AM new
Thanks for the advice everyone. I decided to let her send it back and I would refund the purchase price minus $2.00 to cover the various fees I incur when listing an auction (ebay/paypal/auction service).
posted on March 29, 2003 06:27:13 AM newI decided to let her send it back and I would refund the purchase price minus $2.00 to cover the various fees I incur when listing an auction (ebay/paypal/auction service).
I've never returned an item I purchased off eBay but I'd like to know that a seller would understand that a picture of an item isn't the same as physically seeing something before making a purchase.
I applaud your decision. You're the type of seller that makes eBay work.
posted on March 29, 2003 08:30:54 AM newYou're the type of seller that makes eBay work.
Sorry, I do not agree. For buyers remorse I will not refund! This is an auction, not a walmart. This just teaches the bidder more bad habits as they now expect every seller to do this.
posted on March 29, 2003 08:51:47 AM new
I agree with trai, just as in my store ALL SALES ARE FINAL. In the case of a misrepresented description, if it is way off, refund. Otherwise, you bought it.
We sell our gowns for much lower than salons. This works because we do not have seven people hopping to cater to the "queen bride"
We get e-mails constantly from people wanting to come try dresses on. It is stated in our auction that we DO NOT sell try on samples. This is what a dress becomes once it has been tried on. This cuts the value at once. They want to come try it on then haggle the internet price when it should be sold at shop price.
Anyway, buyers remorse or the OH SH*T factor really irritates me. What's more, I hate "I accidentially used BUY IT NOW" BULL SH*T!!
posted on March 29, 2003 10:31:15 AM newtrai For buyers remorse I will not refund! This is an auction, not a walmart. This just teaches the bidder more bad habits as they now expect every seller to do this.
There's a lot of seller that think like you. I don't agree with that stance and I may be in the minority. When you're purchasing something via online or mail order without physically seeing the item there are disappointments. Purchasing online shouldn't be discouraged, some sellers are business people and know that and other sellers will cry the mantra, "buyer's remorse," and not let anything pry their money from their sweaty little palms.
I'm different than many sellers that post here. I deal with a great group of buyers, the overwhelming majority are generous, courteous, intelligent, forgiving, and understanding. I've sent the wrong items, I've sent damaged products, I've made errors in my descriptions, and every time the buyer has been understanding and worked with me to get satisfaction.
The philosophy I've seen on this forum puzzles me at times. If 1 out of 1000 buyers gives grief the seller gears his entire business model on that one problem buyer.
I almost never hold a check, I'll even ship the buyers word alone if feedback looks good (up to $200.00.) I never hesitate to leave postived feedback on receipt of payment, and I always give a refund when asked. My repeat business validates my practice for me and that's all I need.
You gear your business for that 1 in 1000 buyer, I'll gear my business for the 999 out of 1000 buyers.
posted on March 29, 2003 12:43:28 PM new
If your description was accurate and your pictures clearly showed the item, unless you state otherwise in your TOS (customer satisfaction, etc.), I would NOT refund.
Far from it, I do not gear my business toward just one problem buyer. I look at the big picture. However that said, I will work with my buyer if I can. But I do not buy into this "online stance" at all.
If the mistake is not on my end then I see no reason to refund for buyers remorse. This is a auction after all. They are free to ask me anything about the item before they bid.
Its great that you have decent buyers, but so do I. You are free to do what you feel works for you and I will do the same.
In the end this bit about refunding whenever asked is what will kill the auction format.
posted on March 30, 2003 09:13:15 AM new
Did this person pay with PayPal. If so, then buyers remorse is a legite reason for payment reversal. Personally I think a sale is final, but PayPal no longer thinks so. You may want to consider returning if they paid with PayPal.
posted on March 30, 2003 10:10:47 AM new
I don't have a set policy for returns and have seldom had to deal with it but I take it on a case by case basis. If it was my fault I would offer a refund right away.
It depends on their reason for requesting a return and if it was buyer's remorse because they bid on a similar one and got it cheaper I would say no. If they weren't satisfied with the quality of the product it would depend on how polite they were when asking.
I did take a negative once because I refused a return. I thought she waited too long, I didn't agree with her reason for wanting to return and she was quite rude.
In my RL store the good customers that have shopped for years have seldom, if ever returned a single item. But there are certain ones that are never satisfied and yes, they do have a chance to touch, hold, inspect, compare, etc. before buying. Some are just a PITA. And by allowing a return it sometimes sets a pattern for future returns from them and it gets costly accepting it so now I say no to that kind of customer. Many still shop and I think they respect me for my policies.
posted on March 30, 2003 10:22:25 AM new
IMO, uaru has most correctly appraised the situation. Everyone presented valid points-uaru's analysis seemed the most comprehensive.
posted on March 30, 2003 10:43:57 AM newDid this person pay with PayPal. If so, then buyers remorse is a legite reason for payment reversal. Personally I think a sale is final, but PayPal no longer thinks so. You may want to consider returning if they paid with PayPal.
Well they haven't started yet. I got the following email from paypal today.
[i]PayPal has received a complaint regarding a recent transaction on your account. The buyer has reported that the merchandise
was "Not as Described" and is disputing the quality of goods received. PayPal encourages you to work directly with the buyer in this instance to resolve the issue[/i]
Transaction Date: Mar 1, 2003 Transaction Amount: -$93.52 Case Number: PP-XXXXXXXXX Buyer's Name: XXXXXX Buyer's Email: XXXXXXX
PayPal does not tolerate fraud or illegal activities. This complaint has been noted in yor PayPal account record. If we find you have violated our policies, we will take action against your account, pending resolution of the complaints against you.
There is no need to respond directly to PayPal at this time. Please contact the buyer directly to arrange an amicable resolution to this complaint
Thank you in advance for your attention to this matter.
In the pending cases section of my paypal account it is listed as resolved. I did not "sign" the new user agreement and I won't.
By mid April I will not accept paypal at all.
I have also had quite a few buyers using ecount recently.
edited for italics
[ edited by shop4shoes on Mar 30, 2003 10:46 AM ]
